Customer Success Specialist
Location: US (Remote)
Salary: USD 60,000 to 80,000

About the Role:
Software Finder is looking for a Customer Success Specialist to ensure our customers achieve maximum value from day one. You will guide new customers through onboarding, provide ongoing support, and build strong relationships to drive satisfaction, retention, and growth.

Key Responsibilities:

Customer Onboarding

• Guide new customers through a seamless onboarding process, ensuring they are set up for success.

• Conduct product demonstrations and training sessions to help customers utilize our software effectively.

• Create and maintain onboarding materials, including user guides, tutorials, and webinars.

Customer Success Management

• Serve as the primary point of contact for a portfolio of customers, building strong, long-term relationships.

• Monitor customer usage and engagement, proactively addressing issues and providing support.

• Identify upselling and cross-selling opportunities by understanding customer needs and recommending relevant solutions.

Customer Support & Problem Resolution

• Respond to customer inquiries promptly and professionally, providing solutions and guidance.

• Collaborate with Sales, Product, and Support teams to resolve challenges and enhance the customer experience.

• Track and manage customer feedback, providing actionable insights to the product team for continuous improvement.

Retention & Advocacy

• Monitor customer success metrics, including churn rates and health scores, and develop strategies to retain at-risk accounts.

• Deliver exceptional service to foster customer loyalty and satisfaction.

• Encourage satisfied customers to become advocates through case studies, testimonials, and referrals.

Qualifications:

• Minimum 4-5 years’ experience in a customer-facing role, preferably in SaaS, focusing on onboarding and customer success.

• Strong understanding of SaaS products and customer success best practices.

• Excellent verbal and written communication skills, able to convey complex information clearly.

• Proactive problem-solving mindset with a customer-centric approach.

• Comfortable using CRM systems, customer success platforms, and other relevant tools.

• Collaborative team player with strong organizational and time-management skills.

Why Join Us:
At Software Finder, you’ll work in a dynamic, fast-growing environment where your contributions directly impact our customers’ success and our business growth.

Software Finder is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.